The latest installment of the ServiceMax and Salesforce partnership delivers innovations that drive value for our customers by focusing on three tenets: visibility, asset uptime and profitability. Because asset uptime and profitability can directly be tied back to visibility, the first step for asset-centric service organizations is to get complete visibility across all assets, parts and processes. The next move is then to leverage the obtained asset data for profitability gains and uptime improvements.
Asset 360 Spring ’21 adds new features and expands the functionality of existing features to help you increase visibility, uptime and profitability.
1. Product Service Campaigns
Product Service Campaigns are a key innovation of the Spring ’21 release. Handling change order-related scenarios is a struggle for manufacturers worldwide that entails a lot of time-consuming legwork from the quality and service teams—and an expensive one at that.
ServiceMax is the first in the industry to add capabilities to its asset-centric field service platform that help service organizations manage recalls, product modifications, and firmware upgrades efficiently. In a guided process, you can quickly define the corrective actions, identify the affected assets, and automatically generate the desired delivery output such as work orders, cases and return orders. What you gain is maximum process efficiency with a high level of automation, an improved experience for your customers, and the ability to track the status of corrective actions for compliance purposes.
2. Entitlement Automation
We also expanded on Asset 360’s Entitlement Automation by introducing Service Threshold and Contract Negotiated Pricing that give service teams such as call center agents, field engineers and back-office staff more contract and asset visibility to help eliminate service leakage and enable them to seize each revenue opportunity.
Service Threshold provides automation behind the scenes for your service teams to leverage different service types such as emergency, remote work and onsite visits, and to know exactly how much of the entitled services the customer has already consumed and what’s left on the contract. So, when it comes to interacting with customers, your service teams are fully informed and can turn a simple conversation into a great customer experience. You can also set alerts to receive a notification for when your customer is approaching a threshold.
For example, when creating a new service contract that entitles a customer to five onsite visits, you’ll want to know when your customer is getting close. By setting the alert to three, you will receive an alert when the third visit has been scheduled, informing your customer-facing teams to start engaging with the customer about a new contract.
Contract Negotiated Pricing allows you to define and track granular pricing terms for individual assets, contracts, and services on top of selected Pricebook. This eliminates the need to generate individual Pricebooks for each contract, a practice which is difficult to maintain and control. Contract Negotiated Pricing helps service teams reduce leakage and make better decisions when it comes to renewing contracts. While negotiating contract renewals, they now also have the information at hand to prove to their customers how much money they saved by having a contract in place.
This new feature also makes it easy for service leaders to recognize where, when, and the context in which discounts were granted and how much discounts impacted the bottom line. Based on these insights, they can implement remedial measures such as additional training or new guidelines to improve operations.
3. Service Process Manager Enhancements
We added multiple configuration features, settings and automation rules for administrators in Spring ’21 that accelerate time to value and make the platform easier to maintain. These include:
- Service Process Manager Transactions for admins to quickly implement new business process steps and create new transactions that increase user productivity by giving them a go-to place with best-practices-based functionality.
- In addition to ServiceMax Flow, we added two new Step Types to the Service Process Manager Wizard, and it now can also be leveraged in Customer Community and Partner Community.
4. Asset 360 Connect
Also part of the Spring ’21 release is a new connector named Asset 360 Connect. Built with the MuleSoft Anypoint Platform, Asset 360 Connect simplifies integrations by pre-packaging the most common data flows between applications. It includes two new templates, one for inbound, the other for outbound data, addressing 4-5 use cases each. Asset 360 Connect acts as an implementation accelerator that helps you achieve faster time to value and lower Total Cost of Ownership. To see the product in action, watch the ServiceMax Asset 360 Architecture & Integrations breakout session from Maximize.